Principal Product Manager - Technical, Amazon Customer Service
About The Position
Amazon Customer Service (CS) is reimagining the associate experience from the ground up, aiming to create a future where every associate has an experience designed around them as individuals, from their first day through their entire career. Network Solutions is seeking a Principal Product Manager - Technical to lead product strategy for the Associate Journey. This role involves defining capabilities that empower Customer Service associates across pre-hire, onboarding, training, scheduling, and career progression. The focus is on building AI-native product capabilities to personalize the associate experience and enable them to perform at their best while serving customers. The position operates at the intersection of product strategy, AI/ML, human-centered design, and experimentation, with the goal of reducing attrition, increasing Total Customer Value, and making CS a primary reason customers choose Amazon. This is a ground-up build applying new approaches to longstanding challenges at Amazon's scale, requiring work in a high-ambiguity environment without established playbooks. Success depends on partnering with Service Delivery Operations teams to understand frontline realities and translate them into scalable product requirements. The role involves driving product strategy across multiple capability areas, influencing senior leadership on investment priorities, and shaping the associate experience for years to come.
Requirements
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience technical product management
- 4+ years of product or program management, product marketing, business development or technology experience
- Experience delivering products against plan in a fast-paced, multi-disciplined, distributed-responsibility and often ambiguous environment
Nice To Haves
- Experience leading engineering discussions around technology decisions and strategy related to a product
- Experience with AI/ML technologies
- Experience developing operational processes and technologies
- Experience with statistical methods (e.g., A/B Testing, Regression)
Responsibilities
- Own product vision, strategy, and capability roadmap for Associate Journey spanning pre-hire through tenured associate experiences
- Define what we build and why—translating associate needs into product capabilities that drive measurable business outcomes
- Partner with UX and Behavioral Science teams to design and validate product experiences through experimentation and user research
- Lead experimentation strategy using A/B testing frameworks to validate product hypotheses and measure impact
- Partner with Service Delivery Operations teams to understand frontline needs and validate product hypotheses
- Lead product strategy across Engineering, Science, Operations, and UX—aligning on priorities and trade-offs
- Navigate high ambiguity—defining product problems and solutions where precedent doesn't exist
- Influence senior leadership to drive alignment on product direction and secure investment
- Translate associate pain points into product requirements, capability specifications, and success metrics
- Drive data-driven product decisions through analysis of associate behavior, experimentation, and customer feedback
- Influence technical architecture choices to ensure product feasibility and customer experience goals
- Own product lifecycle from ideation through launch, measuring impact and iterating based on data
Benefits
- sign-on payments
- restricted stock units (RSUs)
- health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- paid time off
- parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Principal
